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Displaying Positions 14 of 14:

Title of the Position:

Senior Researcher/Senior Research Clinician – PrEP Implementation Science

Equity Requirement:

AA/EE

Location:

Hillbrow

Salary:

Market Related

Minimum Requirements:

Our client is looking for dynamic individual who would like a career in research to join their team to lead two exciting studies examining models of oral pre-exposure prophylaxis (PrEP) delivery for adolescent girls and young women in South Africa.

Required minimum education and training:-

  • PhD in appropriate discipline, MBBCH with a public health higher degree.
  • Professional body registration with HPCSA.

Required minimum work experience:-

  • Minimum 5-8 years research experience, with a particular focus on PrEP or experience with ART roll-out programmes.
  • Management of research programme with a research record of an ongoing output evidenced by at least eight published refereed papers.
  • Membership of Professional/School/Faculty/ Department Committees and/or taking leadership roles in the Public Health domain within the Public or NGO sectors.
  • Self-motivated, able to work independently and work as part of a multidisciplinary team.
  • Experience with local SA regulatory guidelines.

Desirable additional education, work experience and personal abilities:-

  • Experience in public health will be an advantage.
  • Certification in good clinical practice.
  • Experience working in a low or middle income country.
  • Experience in implementing independent projects.
  • Familiarity with data analysis software. Ordered, systematic and analytical in approach to research.
  • Tactful, respectful and non-judgmental. Good administrative skills with working knowledge of Microsoft Office.
  • Able to work under pressure and adhere to deadlines.

Key Responsibilities:

  • Oversee the management and implementation of the POWER study in accordance with the protocol.
  • Provide technical assistance (tool development and training) in PrEP delivery to private health care providers in Gauteng.
  • Provide leadership in the area of sexual and reproductive health and HIV prevention.
  • Publish scientific articles.
  • Contribute to new grants development.
  • Supervise postgraduate students.

 

 

Title of the Position:

Senior Researcher/Senior Research Clinician – HPTN 081

Equity Requirement:

AA/EE

Location:

Hillbrow

Salary:

Market Related

Minimum Requirements:

Our client is looking for dynamic individual who would like a career in research to join their team to lead an exciting trial evaluating the use of monoclonal antibodies for HIV prevention in women (HPTN 081 or AMP trial).

Required minimum education and training:-

  • PhD in appropriate discipline, MBBCH with a public health higher degree.
  • Professional body registration with HPCSA.

Required minimum work experience:-

  • Minimum 5-8 years research experience, particularly clinical trials of new products or vaccines.
  • Management of research programme with a research record of an ongoing output evidenced by at least eight published refereed papers.
  • Membership of Professional/School/Faculty/ Department Committees and/or taking leadership roles in the Public Health domain within the Public or NGO sectors.
  • Self-motivated, able to work independently and work as part of a multidisciplinary team.
  • Experience with local SA regulatory guidelines.

Desirable additional education, work experience and personal abilities:-

  • Experience in public health will be an advantage.
  • Certification in good clinical practice.
  • Experience working in a low or middle income country.
  • Experience in implementing independent projects.
  • Familiarity with data analysis software. Ordered, systematic and analytical in approach to research.
  • Tactful, respectful and non-judgmental. Good administrative skills with working knowledge of Microsoft Office.
  • Able to work under pressure and adhere to deadlines.

Key Responsibilities:

  • Oversee the management and implementation of the AMP/HPTN 081 trial in accordance with the protocol.
  • Provide leadership in the area of vaccine preventable diseases and/or HIV prevention.
  • Publish scientific articles.
  • Contribute to new grants development.
  • Supervise postgraduate students.

 

 

Title of the Position:

Analyst: Problem Management x 2

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

3 year B-degree or Diploma. All experience must be in the ICT sector. 3 – 5 years’ experience within an incident management, problem management or service management role. Customer services training, advantageous. ITIL certification, advantageous. Professional writing training advantageous. Experience in conducting root cause analysis (business and technical). Experience in writing incident and RCA reports. Experience in writing business and/or service performance reports. Experience in writing client facing service and/or SLA reports. ITIL certification. Communication and report writing skills. Process and business analysis. Cisco Network / product training. Microsoft Office skills.

Key Responsibilities:

  • To drive the enablement of client reporting of The Business front end channels that will ensure that our clients have professional, accurate and up-to-date information relating to performance of services, SLAs, root causes of incidents and major changes that are impacting their services. The scope includes but is not limited to, ensuring the communication across the channels are standardised and operationalised, root cause analysis and service reporting is defined and available across all channels, segments and products.

Incident and root cause analysis reporting:-

  • Define the client engagement model for incident reporting.
  • Drive the enablement of the client engagement model.
  • Define the templates, metrics and methodology for client engagement.
  • Operationalise the major incident reporting framework.
  • Draft incident and root cause analysis reports.
  • Log problem tickets with the problem management function.

Service performance reporting:-

  • Define service performance framework.
  • Drive the enablement of the framework within the various client facing channels.
  • Define templates and metrics for client engagement at the front end channels.

Supervisory / Leadership / Managerial Tasks:-

  • Ensure that all virtual reporting team members are fulfilling their required duties.
  • Ensure that a reporting framework is defined and executed.
  • Experience to engage on a technical level.
  • Enforce a client centric approach.
  • Actively manage non-performance.
  • Keeping the morale positive.
  • Client retention through achieving client excellence within the channels.
  • Work with other divisions in the business to develop tools to enhance client performance reporting.
  • Log, manage, track and escalate any client specific reporting requirements.

 

 

Title of the Position:

Implementation Engineer – Client Services

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, a minimum of 3 year Degree/Diploma in Technology Systems (Telecommunication Management / Information Technology) or related.

CCIP/CCNP working towards CCIE certification and Juniper JNCIA M-Series Certification would be advantageous. Minimum 5 years ISP experience in a similar role, as well as 5 years CISCO or JUNIPER experience and 3 years customer facing experience. VOIP and Security experience is advantageous.Incumbent will be working flexible hours, call out and overtime (constant pressure to meet extremely tight deadlines). Must have a valid driver’s licence and own transport as well as a valid passport and flexibility to travel locally and internationally.

Training:-

  • Cisco Network configuration and problem solving
  • Juniper Network configuration and problem solving Network technologies and platforms
  • WAN and LAN technologies
  • Linux/Unix
  • Client Service – methodologies and techniques
  • SLAs

Product and Systems Training:-

  • CCNA , CCNP , CCSP , CCIE written , JNCIA , JNCIS
  • VOIP
  • Facilitation management
  • Leadership awareness

Key Responsibilities:

  • This role exists to effectively implement all customer solutions and provide high level technical support to the organisation’s Business Clients, post implementation.

Implementation Engineering:-

  • Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
  • Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required.
  • Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
  • Provide post sales support and maintenance of client networks if required.
  • Translate and implement customer business requirements into a technical solution.
  • Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
  • Maintain high standards of quality during incident resolution and customer implementation.
  • Ensure all client documentation is created/updated post implementation phase.
  • Execute projects according to project schedules.
  • Prepare co-locations space in the organisation’s data centres and assist customers with installation of equipment if required.
  • Provide onsite hosting support if required.
  • Technical Vetting of customer designs.

Customer Relations:-

  • Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
  • Carry out effective and timeous deployment of the organisation’s Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
  • Update client on all escalated calls on a regular basis.
  • Understand customer needs and provide input into the development / fine-tuning of solutions accordingly.
  • Contribute towards initiating change to continually improve all aspects of service delivery.
  • Ensure all customer queries are attended to and resolved within agreed SLA’s.
  • Adopt a proactive approach to prevent problems from arising in the future.
  • Ensure all queries are attended to and resolved within agreed SLA’s.
  • Ensure that client specifications are met and that the client is satisfied with the end service.
  • Provide advice on the best approach to reach the best results.
  • Own customer experience performance, manage it and put in place corrective measures if needed.

Service Enhancement:-

  • Put feedback systems in place to improve and adapt services to changing demands.
  • Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data.
  • Get first-hand client information and use it for improvements in customer services and support.

Supervisory / Leadership / Managerial:-

  • Mentor and enable others, assisting with coaching and problem solving where required.
  • Communicate actively and effectively to ensure that no potential conflicts arise.
  • Develop supportive relationships and encourage a team spirit.
  • Maintain a customer-centric approach.
  • Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
  • Apply industry best practices to meet client needs.
  • Knowledge sharing (complex customer solution and products).

Creativities:-

  • Participation in product development.
  • Follow clear and linear procedures to diagnose and solve problems that are not always obvious.
  • Suggests concrete ways to improve productivity, and improve resource utilization.
  • Establish sound relationships with all stakeholders.
  • Recommend and implement cost-saving activities where possible.
  • Evaluate situations and determine the best methods to reach defined outcomes.
  • Keep abreast of developments in technology in order to integrate and accommodate customer requirements. Apply industry best practices to meet client needs.

 

 

Title of the Position:

Manager: Business Marketing Intelligence

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, BA, B Com/ BSc/ BEng Degree, a minimum of 4 year tertiary qualification in Commerce (Financial/ Marketing/ Communication/ Economics/ Statistics) or related. MBA / Masters will be advantageous. Incumbent must have a Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry working across diverse cultures and geographies. Minimum 5 years in a Leadership capacity in similar positions, in fast-moving industries, minimum 4 years in business intelligence, analytics, forecasting or related function. Must have Market research experience, as well as Strategic and Business Planning experience.

Training:-

  • Market segmentation training
  • Products and services
  • Research methodologies
  • Statistical and trend analysis
  • Forecasting techniques

Key Responsibilities:

  • To provide business and marketing intelligence through the creation and implementation of research and reporting programmes and tactics that support the needs and objectives of the organisation.
  • Develop the procedures for the accurate tracking and reporting of market, client, competitive and ICT intelligence.
  • Communicate effectively both in writing and in presentations regarding the implications of market trends and changes providing information in such a way as to help drive key strategic and tactical decisions.
  • Highlight opportunities for the business.
  • Ensure the development and maintenance of data bases that support these tracking and reporting needs; Develop a vision for and lead the retention and Customer Portfolio Management (CPM) and client base analyst specialist team to create and implement research and reporting strategies and tactics that help grow the business.
  • Use experience and judgment to plan and accomplish this vision; regularly prepare and deliver presentations and reports for the organisation’s leaders on market, client/customer, and competitor status and changes.
  • Using initiative, strategic thinking, analytics and clear communication consult and interpret data for the advancement of the company’s goals; Meet regularly with the GMs and business unit leaders, product managers and other functional management groups to understand business needs related to company performance and the company’s ability to meet client/customer and market needs.
  • Number of subordinates: 2.

Strategic Input:-

  • Contribute to the strategic plan of the organisation, Sales, Marketing, Products & Services Division by compiling input for the Enterprise Intelligence department – including budget requirements.
  • Implement these targets and objects, monitor progress and correct deviations.
  • Contribute towards long-term forecasts and predictions/trends (2-5 years) and consider the implications of actions on the viability of the business.
  • Align operational targets for the organisation’s Intelligence function to the organisation’s strategy and Revenue targets.
  • Analyse trends and highlight areas of the business that may be developed further.
  • Analyse and interpret the current base and potential market
  • Responsibility towards understanding the information requirements of various users across the organisation.
  • Provide strategic information support to enable the organisation to successfully roll out the segmentation model and thus attain segment specific focus on client/customer service, marketing & sales programmes and other organisational initiatives.
  • Detect and keep track of key trends in pricing in cooperation with Strategy.
  • Analyse competitor price plans and pricing strategies.
  • Support Segment Managers and Products & Services in creating value propositions providing pricing insight and technical assistance in modelling scenarios.
  • Participate in CMO & CSSO review and planning forums as required
  • Assess, analyse and report on competitive activity and strategy.
  • Consider local conditions, as well as competitor activity to create competitive advantage.

Device Analytics and Forecasting:-

  • Enable the organisation on its overall strategic targets by providing demand planning and device forecasting, device analytics and stock management services. To ensure the organisation receives the required support from the supply chain and other internal functional areas as well as external partners for device requirements.
  • Ensure that products and services as well as handset forecasts across channels are consolidated and challenged, and ensure their timely communication to all internal stakeholders (Products and Services, Procurement, Client Service).
  • Synthesise data on device, products and services forecasting, distribution, revenue and activation in order to generate analytical reports with insights around device, products and services performance by division, vertical and region as well as per client/customer.
  • Integrate device, products and services performance reporting with budget and reforecasts to show alignment to overall the organisation’s strategy.

Sales and Marketing Development:-

  • Assure the forecasting of trends based on past performance.
  • Assure the provision of ad hoc analytical support in important negotiations with sales partners.
  • Assure that the necessary analyses is conducted for the development of comprehensive channels objectives, strategy and plan to achieve budgeted sales and service levels.
  • Drive the identification and evaluation of new potential sales and service channels to ensure strategic objectives are achieved.
  • Report progress on strategy development and suggest eventual corrective actions.
  • Execute the segmentation and calibration methodology on the organisation’s client and corporate subscriber base on a timely basis as defined.
  • Planning and development of analyses that support client/customer management analytics.
  • To drive fixed and mobile, voice and data product, products and services development strategy in the organisation to facilitate the realisation of the BU’s vision and strategic intent.
  • Develop, manage and implement the marketing insights function for the organisation; providing an understanding of overall Enterprise market, client/customer behaviour and ICT industry information to support decision making and strategy formulation within the sales, marketing and support/operations functions.
  • Assure the development of client/customer insights (verticals or segments) and gather competitive sales intelligence.
  • Assure the acquisition, collation and dissemination of information on competitors’ sales and service strategies, sales performance, marketing trends, as well as on other relevant industries and market tendency, and ensure this is translated into knowledge and insights that will enable the business to achieve its strategic objectives.

Client Base Analytics:-

  • Manage requests from marketing segments or sales segments for client/customer base data analysis.
  • Provide proactive client/customer analysis and reports to assist in meeting the organisation’s strategy.
  • Report on results for the area to the business and to key stakeholders, including the product pricing and services performance the measurement thereof and the impact of poor service on revenues and client/customer churn.
  • Report periodically on activities, budget compliance and other aspects of the business as appropriate.
  • Report on Pricing analytics, service performance and measurement.

Operational Planning and Business Intelligence Management:-

  • Manage and facilitate end-to-end the organisation Strategic and Business Planning processes.
  • Drive best practice, continuous improvement and innovation at process and procedure level within the organisation’s Intelligence function.
  • Align operational data pricing objectives for the relevant segments with overall business strategy of the Innovation and Support function.
  • Consider the long term (1-2 years) implications of actions from a broad perspective including long term positioning.
  • Consider the impact of solutions on other areas of the business, as well as the interdependency of units.
  • Consider local conditions, as well as competitor activity.
  • Fine tune systems in line with changing work practices, providing the context for those providing services.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.
  • Develop the functionality of the department by improving processes continuously.
  • Perform the assessment, analysis and reporting on competitive activity and strategy.
  • Identifying and exploiting new opportunities to grow the business further.
  • Communicate regularly and coordinate input from key individuals across the business.
  • Manage service providers and vendors as required.
  • Assist in the analysis of competitor price plans and pricing strategies.

Customer Satisfaction and Retention:-

  • Build and maintain solid relationships with all stakeholders.
  • Adopt a proactive approach to prevent problems from arising in the future.
  • Develop and manage the organisation’s Retention Strategy and Implementation Plan.
  • Align service delivery to changing needs and ensure effective customer and stakeholder management.
  • Drive continuous improvement as an important element of service delivery.
  • Ensure customer needs and requirements are satisfied through appropriate retention programmes/, / processes / procedures being in place and ensuring that they deliver a superior client/customer experience.

Budget Management:-

  • Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
  • Monitor costs and determine initiatives to optimise resources. Ensure cost effectiveness by maximising cost/benefit ratios.
  • Identify areas where money is lost and seek ways to reduce expenditure.
  • Identify opportunities to generate additional revenue.
  • Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration.
  • Manage, communicate, co-ordinate and consolidate budgets and monitor actual spend against agreed parameters.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk management.

Business Analysis:-

  • Perform Business Analysis in line with the organisation’s methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organisations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory/ Leadership/ Managerial Complexity:-

  • Recruit, develop and retain people with outstanding skills, qualifications and potential.
  • Define the divisional KPAs and KPIs that will be cascaded down to each area.
  • Ability to evaluate and assess people performance.
  • Understand the need to train and develop staff to be able to use resources optimally and enhance performance.
  • Deploy and redeploy resources to get the work done.
  • Build and enforce a customer centric approach.
  • Build talent by identifying and developing new leaders for the respective environment.
  • Employee relations and collaborative teamwork.
  • Coaching and guidance of subordinates.
  • Build professionalism, loyalty and commitment to the organization.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Manage boundaries that separate units in order to optimise workflow.

Creativities:-

  • Apply market research in an optimal way to add as much value as possible to other areas of the business.
  • Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage.
  • Recommend innovative solutions to enhance the organisation’s performance.
  • Deploying and redeploying resources in the most effective way.
  • Make continuous improvements at system, process and procedure level.
  • Negotiation of best deals with vendors and service providers.
  • Establish sound relationships with all other business areas.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.
  • Identify and exploit new opportunities to grow the business further.
  • Encourage continuous improvement.
  • Proactively seek information on business issues, particularly outside the Marketing unit which may impact on the unit.
  • Implement cost-saving activities.

 

 

Title of the Position:

Manager: Credit Collections

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, a minimum of 3 year Degree/Diploma in Financial Management / Accounting / Internal Auditing or related. Minimum 5 years full function credit management experience, as well as 4 years leadership experience in large team in similar environment. At least 2 years in the Telecomms /ICT industry with sound knowledge in Credit Management principals. Minimum 3 years’ experience producing reports/presenting and credit analysis.Incumbent will be working standard hours, but will be attending functions after hours. There will be flexible hours driven by deadlines. Must have a valid driver’s licence and own transport as well as a valid passport and flexibility to travel locally and internationally.

Training:-

  • Facilitation management
  • Leadership awareness

Key Responsibilities:

  • To manage debt management process for corporate customers, (National; Key Accounts; Government accounts; Corporate Consumers) and to achieve organizational collection targets for the organisation’s business.
  • To lead and manage the Credit Collections team for the organisation’s to achieve operational excellence through financial performance and through reducing financial risk.

Financial Performance:-

  • Manage the Accounts Receivable sub-ledger and Collections of the organisation’s and maintain 45 collection days.
  • Reconcile the Accounts Receivable sub Ledger against the TB by the 7th of each month.
  • Review Client Ageing reports and provide for any doubtful debts and minimize risk of non-collections.
  • Support the team to meet monthly set targets for collections.
  • Review provision for credit notes on a monthly basis.
  • Review provision for bad debts on a monthly basis.
  • Keep a record of all clients that default on payments and advise the Head of Finance.
  • Implement sourcing of collections agency in order to manage the risk of non-collections.
  • Manage the company collections process to ensure that company funds are received when they are due.
  • Review collection reports to determine the status of collections and the amounts of outstanding balances.
  • Identify areas where money is lost and seek ways to increase revenue.
  • Ensure accurate and complete provisions are made for Doubtful Debts and Bad Debts and the reconciliations thereof.

Operational Excellence:-

  • Optimise Operating systems design to achieve effectiveness and efficiency.
  • Formulate credit management policies, procedures and processes.
  • Define and implement collection plan and routines.
  • Manage and effectively resolve all customer billing queries timeously.
  • Manage Credit Risk Management information for the unit.
  • Manage the levels of credit notes related to debtors book.
  • Development policy for customer segmentation and appropriate credit management solutions for managing these segments.
  • Translate targets and strategies into operational plans, ensuring alignment of these to business strategy, driving the execution thereof and taking corrective actions where necessary.
  • Drive best practice, continuous improvement and innovation within the department.
  • Consider the long term (1-2 years) implications of actions, controls and processes on the viability of the business from a broad perspective, including the impact on other areas of the business and the interdependency of departments.
  • Resolve internal and external queries that are escalated to this level.
  • Liaise with internal and external auditors to resolve audit points by ensuring that they are dealt with effectively and timeously.
  • Define and initiate ad hoc Shared Services related projects, providing business plans, support and input as required.
  • Fulfil a specialist role for ad hoc projects where required, giving specialist input, identifying areas of risk and non-compliance and making recommendations as appropriate.
  • Manage resources (people. finances, products) taking local conditions into consideration.

Risk Management:-

  • Manage working capital within required parameters and Operating budgets.
  • Provide a framework / fine-tune systems to ensure the effective collection of outstanding funds in accordance with the terms stipulated in the relevant commercial agreements.
  • Ensure that all financial reporting is in line with King Committee guidelines and other regulatory requirements.
  • Ensure that Enterprise Business Unit (EBU) observes GAAP and local corporate governance guidelines with regard to financial governance.
  • Engage and influence to ensure alignment of key stakeholders, namely: Direct & Indirect Sales, Enterprise Operations, Technology and Product Heads.
  • Drive a continuous process of risk segmentation, by breaking the portfolio down into granular segments to understand customer behaviour.
  • Evaluation customer/product profitability.
  • Define policies and procedures for collection based on the interpretation of business rules.
  • Evaluate all new products and services to analyse changes to and impact on the billing system and accounting systems.
  • Define billing solutions/alternatives to Enterprise Product Department with regards to products or services where the requirements are not met by the current systems. Design these solutions from the billing perspective liaising with Technology, IS and Marketing. Authorize the solutions to be implemented.
  • Assist in the integration of new product development within the revenue assurance framework.
  • Manage Bad debt and provisions within acceptable targets.
  • Establish relationships to optimise collections activities.
  • Manage debtors days within company targets.

Information Sharing and Reporting:-

  • Report collections targets against actuals on a monthly basis with an execution plan of how to maintain the 45 days collection days.
  • Reconciliation of Accounts Receivable to Trial balance and monthly movement.
  • Report accordingly on the performance of the department and outstanding contentious audit issues.
  • Ensure that all financial reporting complies with sound corporate governance principles.
  • Recommend additional information that may be included in monthly and quarterly reports.
  • Consolidate key information and translate this into meaningful intelligence for submission to the EBU Executive.
  • Review and provide input to EBU policies & procedures, making recommendations as necessary.
  • Prepare ad hoc reports on request.
  • Keep abreast of technical updates relating to statutory and Telecoms/ICT industry issues and ensure compliance.
  • Give input and comply with the organisation’s policies and procedures.

Customer Satisfaction (internal and external):-

  • Understand customer needs and develop and fine-tune systems accordingly.
  • Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures.
  • Put contingency plans in place to prevent delays and enhance the customer experience.
  • Adopt a proactive approach to prevent problems from arising in the future.
  • Drive continuous improvement as an important element of service delivery.
  • Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.
  • Ensure effective external stakeholder relationship management in order to advance EBU interests.
  • Create a culture of strategic excellence. Encourages others to think in the longer-term, developing a strategic vision and seeking opportunities for future growth and development.
  • Keep abreast of trends in internal price transfers models, VAT and tax legislation.

Quality Management and Improvement:-

  • Ensure compliance to rules and procedures for optimal financial management.
  • Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations/ guidelines.
  • Establish and maintain quality standards that will enhance the customer experience and cost efficiency.
  • Work consistently according to standard operating procedures.
  • Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others.
  • Understand and communicate the consequences of not maintaining quality focus.
  • Identify processes and procedures where the quality of work may be improved.
  • Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards.
  • Ensure all operational plans are implemented within agreed deadlines.

Managed Audits:-

  • Responsible for auditing processes and documentation preparations, by maintaining a daily system of recording and administration.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk management.

Business Analysis:-

  • Perform Business Analysis in line with the organisation’s methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory / Leadership / Managerial Tasks:-

  • Training and coaching staff.
  • Promote teamwork and spirit.
  • Recruitment.
  • Performance management.

Role Dependencies:-

  • Resolving in bound customer credit management queries.
  • Ad hoc project involvement.

Creativities:-

  • Continuously improving efficiency of debt collection processes and policies to meet targets.
  • Ongoing root cause analysis and policy and process revision.

Authorities:-

  • Financial and other decision making authorities, e.g. engaging contracts with suppliers.
  • Authorisation of credit notes.
  • Suspension and activations within delegation.

KPA Quality Standards/ Measures:-

  • Meet CSI targets.
  • Collections Management meet DSO’s 35 Days.
  • Meet Monthly Billing plus 20 % Arrears minimum.
  • Ensure 30 % Reduction on previous year’s provisions.
  • Meet Target of 3% of total billing.
  • On time and accurate reporting of Credit Collection.
  • Meet target for collections and minimise bad debt.

 

 

Title of the Position:

Manager: Fulfilment – SME

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, a minimum of 3 year Degree/Diploma in Technology Systems (Telecommunication Management / Information Technology) or BSc in Computer Science. Relevant tertiary qualification in (CISCO and Juniper Certification) and ITIL. Minimum 5 years IP and network related experience, which includes routing protocols, such as BGP, ISIS, and incorporating. 3 years experience in the Management of Engineers and 4 years Project Management experience. Must have worked with UNIX based systems, Cisco technologies and products, juniper technologies, Scripting, ATM infrastructure, Martis infrastructure, metro type links and must have a Strong switch background.

 

Incumbent will be working flexible hours (driven by deadlines). Must have a valid driver’s licence and own transport as well as a valid passport and flexibility to travel locally and internationally.

Training:-

  • Advanced network configuration and problem solving
  • WAN and LAN technologies
  • Management and leadership training
  • Network technologies and platforms
  • the organisation’s Services and systems
  • Labor relations
  • ITIL Version 3
  • CCNA , CCNP , CCSP , CCIE written , JNCIA , JNCIS
  • Facilitation management
  • Leadership awareness

Key Responsibilities:

  • To manage the team of Fulfilment Engineers responsible for the commissioning of customer solutions and the management of incidents that are escalated into the Fulfilment Engineering Division, in addition to the implementation and support of Client Solutions.
  • Direct reports: 10.

Operational Processes:-

  • Translate and implement the Client Operations Team strategy in line with the requirements of the business.
  • Allocate Engineers to key accounts as appropriate and ensure knowledge transfer to the remainder of the team.
  • Monitor and ensure that all calls allocated to the team are resolved within policy limits, with resolutions captured timeously in Remedy and fed back effectively to clients according to set time and quality parameters.
  • Ensure the effective resolution of complex problems either within the team or through an escalation process.
  • Plan and prioritize skills distribution to ensure sufficient engineers are available to:

o Resolve problems escalated by the support centres

o Assist account managers with post sales requests

o Effectively implement customer solutions within the stipulated internal OLAs and customers agreed timelines

o Complete all engineering work related to specialized projects and customer migrations

  • Translate and implement customer business requirements into a technical solution.
  • Maintain high standard of quality by putting in place quality assurance mechanisms.
  • Ensure that client documentation is complete to facilitate handover to support areas.
  • Compile and present reports to management as required.
  • Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
  • Provide post-sales support and maintenance of client networks.

Fulfilment Management:-

  • Manage, monitor and report on inflow versus outflow on all new installations on a monthly basis.
  • Manage, monitor and report on all escalated technical issues.
  • Manage technical resource allocations to projects.
  • Continuous engagement and communication to mitigate any potential conflicts that may arise.
  • Align all workflows to ITIL requirements.

Client Relations:-

  • Meet with clients as and when required to discuss high level technical problems or technical enhancements to their technical solutions.
  • Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
  • Carry out effective and timeous deployment of the organisation’s Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
  • Understand customer needs and input into the development/fine tuning of systems accordingly.
  • Contribute towards initiating change to continually improve all aspects of service delivery.

Financial Management:-

  • To ensure that there is no slippage on projects leading to project penalties.
  • Work within defined financial budgets.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk management.

Business Analysis:-

  • Perform the organisation’s Business Analysis in line with the methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyze and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Role Dependencies:-

  • Act as main conduit to direct superior on performance.
  • Ensure overall organizational efficiency and effectiveness.
  • Ensure Data and information integrity.

Creativities:-

  • Identify areas of improvement and opportunities for streamlining operational procedures and processes and Client Services.
  • Drive and maintain customer focus within the team.
  • Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
  • Drive the development of a customer focused culture within the organisation and department.
  • Apply industry best practices to meet client needs.
  • Drive the development and implementation of customer centric processes.
  • Participation in product development.
  • Suggest concrete ways to improve productivity and improve resource utilization.
  • Recommend and implement cost saving activities where possible.

 

 

Title of the Position:

Manager: Public Sector Marketing

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric plus a Bachelor’s Degree / 3 year Diploma in Commerce or related (essential). At least 5 years’ technical experience, including 2 years in a Management role working in a medium to large organisation. A minimum of 5 years experience in a leading ICT service provider focused in the public sector segment as well as a strong background in marketing and/or client service. Incumbent must be flexible to travel (local / international) and flexible working hours, be available to attend functions after hours, and must be able to handle constant pressure to meet extremely tight deadlines.

Attended Training on the following:-

  • Products and Services
  • Systems training
  • Computer training
  • Telecommunications markets training
  • Project management
  • Presentation skills
  • Communication and Negotiation skills
  • Marketing processes
  • Market research

Key Responsibilities:

  • To ensure that effective systems and processes are in place and maintained for the implementation of the Public Sector Segment marketing strategy and to identify and implement new value propositions and improvements as indicated by changes in the market and business requirements to ensure brand equity growth in the segment.
  • To develop and implement the Public Sector Marketing Tactical/Implementation plan in line with the Public Sector Segment and Marketing Strategy with clear deliverables and measurements to demonstrate ROI.

Operational Planning:-

  • Identify and align operational targets of the Public Sector Segment to business strategy of Business Segments.
  • Consider the long term (1-2 years) implications of actions from a broader perspective.
  • Consider the impact of solutions on other areas of the business, as well as the interdependency of units.
  • Drive best practice and continuous improvement at system, process and procedure level.
  • Consider local conditions, as well as competitor activity.
  • Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals.
  • Fine tune systems in line with changing work practices, providing the context for those producing goods and services.
  • Put contingency plans in place.
  • Identify and exploit new opportunities to grow the business further.
  • Manage resources (people, finances and products), taking local conditions into consideration.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.

Budget Management:-

  • Forecast, plan, develop and review budget for the unit that provides the organisation with return on investment, and seek OPCO approval.
  • Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
  • Monitor costs and determine initiatives to optimise resources.
  • Ensure cost effectiveness by maximising cost/benefit ratios.
  • Identify areas where money is lost and seek ways to reduce expenditure.
  • Identify opportunities to generate additional revenue.
  • Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration.
  • Report on financials for the Public Sector Segment.

Client Satisfaction:-

  • Align service delivery to changing market segments.
  • Understand client needs and develop and fine-tune systems accordingly.
  • Ensure client needs and requirements are satisfied through appropriate systems, processes and procedures.
  • Put contingency plans in place to prevent delays and enhance the client experience.
  • Adopt a proactive approach to prevent problems from arising in the future.
  • Initiate change to continually improve all aspects of service delivery.
  • Drive continuous improvement as an important element of service delivery.
  • Identify trends and patterns pertaining to client requests and needs and filter this information through to continually improve all aspects of service delivery.

Product/ Service Enhancement:-

  • Conduct qualitative and quantitative research to gain a general understanding of the mobile, fixed and ICT needs in the Public Sector Segment.
  • Find ways to improve purchase and usage patterns in the segment through added features, pricing and distribution channels.
  • Find ways to stimulate demand in the segment.
  • Recommend changes to products and services based on the analysis of the trends and patterns identified in the real-time operational performance data.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk management.

Business Analysis:-

  • Perform Business Analysis of the organisation’s Business Public Sector market in line with the methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organisations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory/ Leadership/ Managerial Complexity:-

  • Deploy and redeploy resources to get the work done.
  • Build and enforce a client centric approach.
  • Employee relations and collaborative teamwork.
  • Build professionalism, loyalty and commitment to the organisation.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Display insight into leadership style and how it impacts on performance positively and negatively.
  • Have the self insight and flexibility to adapt to different situations.
  • Manage boundaries that separate units in order to optimise workflow.
  • Living the organisation’s Brand – changing and influence employees behaviour.

Creativities:-

  • Apply market research in an optimal way to add as much value as possible to other areas of the business.
  • Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage.
  • Recommend innovative solutions to enhance the organisation’s Business’ performance.
  • Deploying and redeploying resources in the most effective way.
  • Make continuous improvements at system, process and procedure level.
  • Explore innovative ways to increase demand in the segment.
  • Establish sound relationships with other business areas and segments.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.
  • Identify and exploit new opportunities to grow the business further.
  • Encourage continuous service improvement.
  • Proactively seek information on business issues, particularly outside the Business Segments unit which may impact on the unit.
  • Implement cost-saving activities.

Vulnerabilities of the role:-

  • Limited resources.
  • Evolution of technology.
  • Changes in South African regulatory and legislative environment.
  • Fluctuations in the market.
  • Competitive Activity.
  • Reliance on the stability and availability of systems.
  • Ineffective support from key stakeholders.
  • Client dissatisfaction.
  • Non-achievement of turnaround times.
  • Inappropriate processes resulting in delayed service to clients.
  • Insufficient market intelligence.




 

Title of the Position:

Manager: Solution Planning – Partnership

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, a minimum of 3 year Degree/Diploma in Commerce, Project Management or IT (e.g. B Comm/ BSc/ National Diploma/ BTech). Minimum 5 years Operational experience (in Marketing/ Retail/ Call Centre/ Commercial), as well as 5 years experience in leading retail and service operations in the ICT, mobile and/or in retail-intensive B2B/ B2C industries. Incumbent must have a strong demonstrable background in developing and executing exceptional customer service strategies. Minimum of 5 years’ experience in area of specialisation; with experience in supervising/managing others and managing 3rd party relationships. Experience working in a medium to large organization. Incumbent will be working flexible hours, call out and overtime (constant pressure to meet extremely tight deadlines). Must have a valid driver’s licence and own transport as well as a valid passport and flexibility to travel locally and internationally.

Training:-

  • Products and Services
  • Systems training
  • Computer training
  • Telecommunications markets training – fixed and mobile
  • Project management
  • Presentation skills
  • Communication and Negotiation skills
  • Regulatory requirements
  • Business Analysis

Key Responsibilities:

  • To continuously improve the processes and operations that allow the Client Services teams to deliver solutions and products to clients in line with the target costs, KPIs and defined SLAs.
  • Continuously improving the cost-to-serve and cost-to-assure though demand analysis, vendor performance analysis and process optimization.
  • Responsible for on-boarding fixed and mobile clients, managing credit risk and ensuring quality controls are in place across all processes whilst adhering to regulatory and financial regulatory requirements,

Operational Planning:-

  • Working with client operations teams (Project Managers and Engineers), Process and System Owners, Solution Vendors and Product teams.
  • Responsible for analysing existing tools, processes, people and vendors to ensure the optimal capabilities in the organisation are available to meet the desired SLAs and target cost-to-install.
  • Give input into implementation and co-ordinate solutions with vendors and internal training material and/or overview presentations.
  • Work closely with the process owners to ensure any potential solutions are given the correct priority.
  • Responsible for ensuring that any solution provided adheres to compliance of corporate Risk and Compliance requirements.
  • Required to manage multiple Business implementations at any one time whilst ensuring deadlines are adhered to.
  • Align operational targets (Vetting) to the business channel’s acquisition strategy.
  • Consider the current, medium and long term (1-2 years) implications of decisions/outcome from vetting operations.
  • Plan and conduct review of the credit extended to customers in periodic intervals.

Service Installation and Solution Implementation:-

  • Ensure correct Project management methodology and processes are adhered to (incl. training).
  • Ensure correct Vendor delivery processes are in place.
  • Responsible for Service inventory forecasts.

Optimize the Cost Effectiveness of the Planning Function:-

  • Revise the processes related to Project Management, Pre-sales-to-Order Entry and implementation management.
  • Ensure projects are delivered timeously and according to forecasted costing.
  • Review processes and changes needed into system.

Drive Defined Profitable Growth :-

  • Ensure all customer projects are completed within agreed time, cost and quality objectives.
  • Drive client retention through effective service delivery.
  • Ensure delivery against agreed SLAs.
  • Set up internal and external tracking and monitoring of service, quality, cost control and timeliness and reporting on all KPIs.

Operational Readiness/Support:-

  • Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live.
  • The scope of this work includes integration with testing, cutover, contingency execution, go-live decision assessment and overall operational readiness evaluation.
  • Ensure that operational readiness scope is in alignment with the strategic direction of Company.
  • Develop the Operational Readiness Framework and Methodology in alignment with Company Program Plan.
  • Develop a detailed implementation plan of the Operational Readiness development, testing and execution in alignment with the Company Program.
  • Monitoring project risks and execution of contingencies as they are initiated.
  • Work closely with up to eight independent functions / departments to develop and evaluate operational readiness.
  • Develop metrics and measures to feed to overall project go-live readiness decision.
  • Establish a list of measureable critical success factors for the Operational Readiness execution.
  • Manage the resources associated with this investment against ROI.
  • Coordinate the milestones and priorities of project teams within all phases of the program lifecycle.
  • Design, develop and execute the central overall Operational Readiness Checklist.
  • Manage and report on the project schedule, including updating of the project plan.

Ensuring a culture of Operational Excellence:-

  • Ensure accurate and timely business and performance reporting process.
  • Ensure appropriate business predictability across all client projects.
  • Ensure the right client service organisation structure to enable better client experience.
  • Ensure the right client service processes and procedures across the business.
  • Ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels.
  • Continuously develop and recommend client service models to align the business performance.
  • Ensure that a process is in place for seamless handover between all divisions and client service.
  • Ensure effective vetting operations systems and process aligned to corporate service level targets for all business channel’s customers.
  • Define predictive models to assess probability of default and measure propensity for payment for the applicable channels.
  • Design and Implementation and management of effective scorecard for all SME and business customers which is in line with overall strategy for business operations.
  • Develop and produce a Risk Matrix on existing customers and review guarantee requirements at consistent periodic intervals.
  • Quality assurance of CNSA’s, ensuring discount structures; connection incentives and guarantees are in accordance with Sales proposals.
  • Provide necessary operational support to the business channels in preparation and finalization of Tender documents.
  • Develop and implement proper control mechanisms for handling and maintenance of retained customer resources (i.e. Guarantee, CI etc) and ensure that they are in line with company guidelines.

Ensuring appropriate Governance and Control measures:-

  • Strictly follow and ensure team compliance of relevant policies and procedures.
  • Ensure effective SLA strategies are in place to support the business.
  • Implement proper controls and processes to minimise revenue leakage.
  • Ensure proper project controls are in place to manage financial and operational risks across the business.
  • Appropriate implementation of DoA.
  • Continuous improvement of efficiency and effectiveness of vetting operations.

Process Management:-

  • Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
  • Understand the ITSM landscape of the Customer (internal) and understand In-scope ITIL / eTOM processes to be designed and implemented.
  • Provide ITIL and eTom best practice consulting at a strategic, design, and operational level for the Customer’s environment.
  • Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors.

Quality Compliance:-

  • Manage quality compliance by identifying quality requirements; disseminating standards, policies, and procedures; analyzing audits and other quality data; recommending and implementing process improvement plans.
  • Must understand data-collection analytics, problem solving, and metric reporting to build a sustainable quality process.
  • Identify best practices and optimize the use of quality tools to provide superior quality.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk and issue management.

Business Analysis:-

  • Perform Business Analysis in line with the organisation’s methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory/ Leadership/ Managerial Complexity:-

  • Deploy and redeploy resources to get the work done.
  • Build and enforce a customer centric approach.
  • Employee relations and collaborative teamwork.
  • Build professionalism, loyalty and commitment to the organization.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Display insight into leadership style and how it impacts on performance positively and negatively.
  • Have the self insight and flexibility to adapt to different situations.
  • Manage boundaries that separate units in order to optimise workflow.
  • Living the organisation’s Brand – changing and influence employees behaviour.
  • Lead, develop and coach the Client Service team.
  • Manage a team in covering all fulfilment and order management tasks.
  • Act as an ambassador and role model for the organisation’s Enterprise Business by living the brand values and vital behaviours.
  • Make the organisation’s Client Service environment the best place to work.
  • Improve the employee engagement through the GCA.
  • Ensure the attraction, development and retention of Client Service and Project Management talent.
  • Build a professional and differentiated Client Service team.
  • Ensure a culture of continuous evaluation and improvement.
  • Drive a culture of high performance, accountability and consequence management.

Role Dependencies:-

  • Willingness to contribute and add value across other business segments.
  • Work closely with IS in ensuring platform integration.
  • Work closely with Billing department to ensure project implementation results in close out and correct billing.
  • Work closely with Distribution to ensure adequate stock levels.
  • Contact Centre collaboration to ensure SLA’s between departments, where applicable, are met.

Creativities:-

  • Recommend innovative solutions to enhance the organisation’s performance.
  • Deploying and redeploying resources in the most effective way.
  • Make continuous improvements at system, process and procedure level.
  • Establish sound relationships with other business areas and segments.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.
  • Identify and exploit new opportunities to grow the business further.
  • Encourage continuous service improvement.
  • Proactively seek information on business issues, particularly outside the Business Segments unit which may impact on the unit.
  • Implement cost-saving activities.

KPA Quality Standards/ Measures:-

  • Client Satisfaction (customer satisfaction index).
  • Meet Quality measures.
  • All project objectives, timelines met for each of the projects from concept, through to implementation.
  • Budget tracking and performance.
  • Cost-to-fulfil.
  • Optimum customer on-boarding/activation and transaction satisfaction.
  • Effective financial transactions and controls.
  • Financial reporting align with international accounting standards.
  • Timely reporting and the accuracy.

 

 

Title of the Position:

Manager: Solution Planning – Private

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric, a minimum of 3 year Degree/Diploma in Commerce, Project Management or IT (e.g. B Comm/ BSc/ National Diploma/ BTech). Minimum 5 years Operational experience (in Marketing/ Retail/ Call Centre/ Commercial), as well as 5 years experience in leading retail and service operations in the ICT, mobile and/or in retail-intensive B2B/ B2C industries. Incumbent must have a strong demonstrable background in developing and executing exceptional customer service strategies. Minimum of 5 years’ experience in area of specialisation; with experience in supervising/managing others and managing 3rd party relationships. Experience working in a medium to large organization. Incumbent will be working flexible hours, call out and overtime (constant pressure to meet extremely tight deadlines). Must have a valid driver’s licence and own transport as well as a valid passport and flexibility to travel locally and internationally.

Training:-

  • Products and Services
  • Systems training
  • Computer training
  • Telecommunications markets training – fixed and mobile
  • Project management
  • Presentation skills
  • Communication and Negotiation skills
  • Regulatory requirements
  • Business Analysis

Key Responsibilities:

  • To continuously improve the processes and operations that allow the Client Services teams to deliver solutions and products to clients in line with the target costs, KPIs and defined SLAs.
  • Continuously improving the cost-to-serve and cost-to-assure though demand analysis, vendor performance analysis and process optimization.
  • Responsible for on-boarding fixed and mobile clients, managing credit risk and ensuring quality controls are in place across all processes whilst adhering to regulatory and financial regulatory requirements,

Operational Planning:-

  • Working with client operations teams (Project Managers and Engineers), Process and System Owners, Solution Vendors and Product teams.
  • Responsible for analysing existing tools, processes, people and vendors to ensure the optimal capabilities in the organisation are available to meet the desired SLAs and target cost-to-install.
  • Give input into implementation and co-ordinate solutions with vendors and internal training material and/or overview presentations.
  • Work closely with the process owners to ensure any potential solutions are given the correct priority.
  • Responsible for ensuring that any solution provided adheres to compliance of corporate Risk and Compliance requirements.
  • Required to manage multiple Business implementations at any one time whilst ensuring deadlines are adhered to.
  • Align operational targets (Vetting) to the business channel’s acquisition strategy.
  • Consider the current, medium and long term (1-2 years) implications of decisions/outcome from vetting operations.
  • Plan and conduct review of the credit extended to customers in periodic intervals.

Service Installation and Solution Implementation:-

  • Ensure correct Project management methodology and processes are adhered to (incl. training).
  • Ensure correct Vendor delivery processes are in place.
  • Responsible for Service inventory forecasts.

Optimize the Cost Effectiveness of the Planning Function:-

  • Revise the processes related to Project Management, Pre-sales-to-Order Entry and implementation management.
  • Ensure projects are delivered timeously and according to forecasted costing.
  • Review processes and changes needed into system.

Drive Defined Profitable Growth :-

  • Ensure all customer projects are completed within agreed time, cost and quality objectives.
  • Drive client retention through effective service delivery.
  • Ensure delivery against agreed SLAs.
  • Set up internal and external tracking and monitoring of service, quality, cost control and timeliness and reporting on all KPIs.

Operational Readiness/Support:-

  • Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live.
  • The scope of this work includes integration with testing, cutover, contingency execution, go-live decision assessment and overall operational readiness evaluation.
  • Ensure that operational readiness scope is in alignment with the strategic direction of Company.
  • Develop the Operational Readiness Framework and Methodology in alignment with Company Program Plan.
  • Develop a detailed implementation plan of the Operational Readiness development, testing and execution in alignment with the Company Program.
  • Monitoring project risks and execution of contingencies as they are initiated.
  • Work closely with up to eight independent functions / departments to develop and evaluate operational readiness.
  • Develop metrics and measures to feed to overall project go-live readiness decision.
  • Establish a list of measureable critical success factors for the Operational Readiness execution.
  • Manage the resources associated with this investment against ROI.
  • Coordinate the milestones and priorities of project teams within all phases of the program lifecycle.
  • Design, develop and execute the central overall Operational Readiness Checklist.
  • Manage and report on the project schedule, including updating of the project plan.

Ensuring a culture of Operational Excellence:-

  • Ensure accurate and timely business and performance reporting process.
  • Ensure appropriate business predictability across all client projects.
  • Ensure the right client service organisation structure to enable better client experience.
  • Ensure the right client service processes and procedures across the business.
  • Ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels.
  • Continuously develop and recommend client service models to align the business performance.
  • Ensure that a process is in place for seamless handover between all divisions and client service.
  • Ensure effective vetting operations systems and process aligned to corporate service level targets for all business channel’s customers.
  • Define predictive models to assess probability of default and measure propensity for payment for the applicable channels.
  • Design and Implementation and management of effective scorecard for all SME and business customers which is in line with overall strategy for business operations.
  • Develop and produce a Risk Matrix on existing customers and review guarantee requirements at consistent periodic intervals.
  • Quality assurance of CNSA’s, ensuring discount structures; connection incentives and guarantees are in accordance with Sales proposals.
  • Provide necessary operational support to the business channels in preparation and finalization of Tender documents.
  • Develop and implement proper control mechanisms for handling and maintenance of retained customer resources (i.e. Guarantee, CI etc) and ensure that they are in line with company guidelines.

Ensuring appropriate Governance and Control measures:-

  • Strictly follow and ensure team compliance of relevant policies and procedures.
  • Ensure effective SLA strategies are in place to support the business.
  • Implement proper controls and processes to minimise revenue leakage.
  • Ensure proper project controls are in place to manage financial and operational risks across the business.
  • Appropriate implementation of DoA.
  • Continuous improvement of efficiency and effectiveness of vetting operations.

Process Management:-

  • Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
  • Understand the ITSM landscape of the Customer (internal) and understand In-scope ITIL / eTOM processes to be designed and implemented.
  • Provide ITIL and eTom best practice consulting at a strategic, design, and operational level for the Customer’s environment.
  • Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors.

Quality Compliance:-

  • Manage quality compliance by identifying quality requirements; disseminating standards, policies, and procedures; analyzing audits and other quality data; recommending and implementing process improvement plans.
  • Must understand data-collection analytics, problem solving, and metric reporting to build a sustainable quality process.
  • Identify best practices and optimize the use of quality tools to provide superior quality.

Project Management:-

  • Develop and drive the execution of agreed projects.
  • Drive the implementation, tracking, monitoring and compliance of Projects.
  • Contract management in line with Procurement Policies.
  • Co-ordinate project reporting.
  • Ensure effective implementation of the integrated project management model.
  • Risk and issue management.

Business Analysis:-

  • Perform Business Analysis in line with the organisation’s methodology and guidelines.
  • Identify ways to fine tune policies, processes and systems in line with changing work practices.
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
  • Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness.
  • Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance.
  • Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
  • Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
  • Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Supervisory/ Leadership/ Managerial Complexity:-

  • Deploy and redeploy resources to get the work done.
  • Build and enforce a customer centric approach.
  • Employee relations and collaborative teamwork.
  • Build professionalism, loyalty and commitment to the organization.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Display insight into leadership style and how it impacts on performance positively and negatively.
  • Have the self insight and flexibility to adapt to different situations.
  • Manage boundaries that separate units in order to optimise workflow.
  • Living the organisation’s Brand – changing and influence employees behaviour.
  • Lead, develop and coach the Client Service team.
  • Manage a team in covering all fulfilment and order management tasks.
  • Act as an ambassador and role model for the organisation’s Enterprise Business by living the brand values and vital behaviours.
  • Make the organisation’s Client Service environment the best place to work.
  • Improve the employee engagement through the GCA.
  • Ensure the attraction, development and retention of Client Service and Project Management talent.
  • Build a professional and differentiated Client Service team.
  • Ensure a culture of continuous evaluation and improvement.
  • Drive a culture of high performance, accountability and consequence management.

Role Dependencies:-

  • Willingness to contribute and add value across other business segments.
  • Work closely with IS in ensuring platform integration.
  • Work closely with Billing department to ensure project implementation results in close out and correct billing.
  • Work closely with Distribution to ensure adequate stock levels.
  • Contact Centre collaboration to ensure SLA’s between departments, where applicable, are met.

Creativities:-

  • Recommend innovative solutions to enhance the organisation’s performance.
  • Deploying and redeploying resources in the most effective way.
  • Make continuous improvements at system, process and procedure level.
  • Establish sound relationships with other business areas and segments.
  • Identify innovative ways to use minimum resources to achieve maximum outputs.
  • Identify and exploit new opportunities to grow the business further.
  • Encourage continuous service improvement.
  • Proactively seek information on business issues, particularly outside the Business Segments unit which may impact on the unit.
  • Implement cost-saving activities.

KPA Quality Standards/ Measures:-

  • Client Satisfaction (customer satisfaction index).
  • Meet Quality measures.
  • All project objectives, timelines met for each of the projects from concept, through to implementation.
  • Budget tracking and performance.
  • Cost-to-fulfil.
  • Optimum customer on-boarding/activation and transaction satisfaction.
  • Effective financial transactions and controls.
  • Financial reporting align with international accounting standards.
  • Timely reporting and the accuracy.

 

 

Title of the Position:

Product Specialist: Enterprise IoT Solutions

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Minimum of 3 year degree / diploma in Commerce (Marketing / Communication / Finance) or Technology Systems related advantageous. Minimum 3 years’ experience in marketing, sales, product management or commercial role. Telecoms industry experience. Experience in business-to-business sales.

Training:-

  • Computer literacy: MS Project, MS Word, MS Access, MS Excel, MS PowerPoint.

Key Responsibilities:

  • To manage a portfolio of IoT solutions through design, development, maintenance, marketing and sales of the offerings. The role also exists to ensure targets are met, financial performance is met, and provide end to end client experience.

Driving Profitable Growth for The Business:-

  • Drive defined revenue targets for IoT solutions, including direct participation in the sales cycle.
  • Manage relevant partnerships for the IoT products and solutions.
  • Measure product and solution profitability and keep rate cards accurate and competitive.
  • Deliver effective training of sales and pre-sales teams according to the year plan.
  • Execute campaigns and launches in conjunction with the marketing team.

Client Experience:-

  • Develop and maintain the appropriate product and solution collateral to support Sales and Partner teams.
  • Keep a consolidated service catalogue up to date for IoT solutions.
  • Ensure the development and delivery of client-relevant IoT solutions.
  • Maintain a high level of technical and commercial product knowledge and expertise in order to be the ‘go-to’ expert on the offerings.
  • Work closely with the customer service teams to ensure appropriate levels of service in implementation and support.

Operational Excellence:-

  • Provide accurate and timely business and performance reporting through the appropriate systems and tools.
  • Ensure that a process is in place for seamless handover between all divisions involved in the end-to-end client experience.
  • Participate where required in the payments process for strategic partners and suppliers.
  • Responsibilities towards product development activities through close engagement with shared services and other functional areas of the business.
  • Support a culture of innovation and knowledge share within the team and across The Business organisation.
  • Act as an ambassador and role model for The Company Enterprise Business by living the brand values and vital behaviours

Ensuring appropriate Governance and Control measures:-

  • Work within agreed alignment with Group EBU products and solutions strategy.
  • Work within agreed Company budget and procurement processes are adhered to.

Creativities (improvement/innovation inherent):-

  • Support aggressive market share programmes.
  • Innovative means to understand and interpret customer innovation.
  • Future focus in terms of new products markets and services to improve market share and returns.
  • Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage.
  • Recommend innovative solutions to enhance The Company performance.
  • Ensure continuous improvements at system, process and procedure level, in alignment with EBU.
  • Structure and build key customer insight, and communicate this to the business via vertical strategy documents.

 

 

Title of the Position:

Project Lead: Solution

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Matric. 3 year Degree or 3 year Diploma coupled with Project Management (coupled with Engineering or aTechnical qualification (CCNA, etc) would be an advantage) Min 3 years IP and network related experience , which includes routing protocols , such as BGP , ISIS , incorporating”. Minimum 3 years experience in Project management including management of a team or virtual team of engineers. Experience in working within Enterprise arena, as a provider. Experience in working with Cisco technologies and products. Experiencing in working with juniper technologies. Implementation WAN connectivity projects.

Training:

  • The Company products and services
  • Systems training
  • Project management training
  • Customer service training

Key Responsibilities:

  • To effectively and efficiently manage projects of customer order and implementation process from order receipt through to order close and handover. Strong emphasis on the delivery of superior levels of customer service. To ensure that implementation costs are minimised and that revenues are realised.

Installation implementation:-

  • Validation of order details with customers (Project Scope).
  • Efficient ordering and implementation of services according to a pre-defined scope.
  • Accurate issuing of Purchase Requisitions for equipment compared against the customer contract (Procurement).
  • Implementation of all customer projects completed according to a specific product installation methodology.
  • Vendor management and coordination regarding all external services required for a specific product.
  • Hardware Management and delivery coordination.
  • Risk and issue management.
  • Efficient order close out to ensure soonest possible realisation of revenue.
  • Facilitate smooth handover to support environment.
  • Solution handover from Projects to Support.
  • Participate in various ad hoc internal / OPCO (within The Company Group) related projects.
  • End to end third party vendor management from order placement to actual service delivery.
  • Reporting on third party vendors pertaining to the project lead’s specific project dashboard.

Customer Relations:-

  • Exceptional customer service levels to assist in the retention of customers.
  • Ensure that all stakeholders are kept up to date on order progress.
  • Facilitation of customer and/or vendor workshops and meetings.
  • Provide post implementation support to customers and escalate appropriately when necessary.
  • Professional interaction with engineering team members.

Information sharing and reporting:-

  • Provide accurate and timeous internal project reporting.
  • Ensure correct billing of the implemented solution sent to Finance.
  • Effective escalations to relevant internal and external stakeholders (sales person, line manager, etc).
  • Effective communication with internal teams (Communications Management).

Project Planning:-

  • Provide project management input to pre-sales processes with regards to customer requests for RFP / RFQ.
  • Management of project costs.
  • Project documentation to be maintained (Project Execution).
  • Manage end to end testing process prior to Project signoff.
  • Facilitate accurate customer signoff of projects.

Creativities (improvement/innovation inherent):-

  • Look to improve the service delivery of the business wider than own role
  • Assist in creating The Company as employer of choice.
  • Explore innovative ways to improve the cessation &installation processes and the subsequent customer experience.
  • Assist in changing the culture to service excellence.
  • Establish sound relationships with customers and service providers.
  • Drive change initiatives leading to increasing efficiency and effectiveness of customer services.
  • Contribute to a sound integration amongst ISP team members to ensure delivery of innovative and customised solutions.
  • Strong customer-centric approach.
  • Keep abreast of developments in technology in order to identify opportunities for improvement and optimization.

 

 

Title of the Position:

Specialist: Service Level Agreement

Equity Requirement:

AA/EE

Location:

West Rand

Salary:

Market Related

Minimum Requirements:

Minimum of 3 year degree / diploma - BCom / Law qualification. Minimum of 3 years’ experience in area of specialisation. 3 years’ core experience in SLA design and implementation in an ICT environment preferably in the areas of Voice and Unified Communications, MPLS VPN, Internet Access, ADSL, Mobility and Wireless. Experience working in a medium-sized organization. Additional experience in finance i.e. managing pricing, revenue and margins would be an advantage.

Training:-

  • Commercial;
  • Financial costing;
  • Technical;
  • Product;
  • Project skills; and
  • Negotiation skills.

Key Responsibilities:

  • The position exists to ensure that the products offered by The Business have the appropriate customer Service Level agreements formulated, negotiated, approved and implemented as well as ensuring that the relevant risk mitigation strategies are in place to minimize the impact of SLA penalties.

SLA Standardisation and benchmarking:-

  • Liaise with product team on new and existing service offerings for The Business.
  • Define customer SLAs to support various product and service offerings, as well as differentiated service offerings.
  • Review SLA standards within the ICT sector and ensure that The Business complies with the standards.
  • Benchmark The Business customer SLAs with best practise and competitor offerings.

SLA Risk assessment:-

  • Analyse customer SLA requirements and correlate with The Business customised SLAs as well as proposed solution design.
  • Identify and quantify any risks in meeting the customer SLA requirements
  • Make recommendations on mitigating the risks.
  • Liaise with product managers, solution engineers or pricing team to quantify the risk mitigation strategies.

SLA Negotiation:-

  • Review customer SLA requirements and analyse gap between standardised SLA.
  • Negotiate SLAs (within defined DoA) with customers that will ensure that The Business is not placed at undue risk.
  • Liaise with customer and legal representatives to ensure that SLAs are finalised within the defined timelines.
  • Prepare SLA summary brief for management review and signoff.
  • Prepare SLA contracts for executive signoff.

SLA Process and systems:-

  • Define the processes and systems requirements to Operationalise the defined SLAs.
  • Ensure that committed SLAs can be managed and reported on to the customer and internally.
  • Liaise with the relevant internal stakeholders to ensure that the monitoring and measurement systems are in place to support the contracted SLAs.
  • Ensure that the processes for initiating a SLA contract is defined and communicated within the business.
  • Track the SLAs logged from the sales team to conclusion and within the defined timelines.

Reporting:-

  • Identify and prepare relevant information and data for reporting purposes
  • Input daily, weekly and monthly reports as per the business reporting requirements.

Quality Control:-

  • Work consistently according to predefined standard operating procedures
  • Understand the quality standards of the job and the consequences of not maintaining quality focus and operate appropriately.
  • Adhere to processes and procedures where the quality of work may be improved.
  • Adherence to all defined policies and processes.
  • Transfer knowledge to other members of the team; including training sales and support teams.

Customer service:-

  • Provide input / advice on the best approach / solution to reach the best results to meet customer requirements.
  • Deliver first time right service excellence.
  • Attend client visits with Sales to discuss and negotiate customised SLAs.
  • Assist in transferring knowledge across to Sales and Support teams.

Role Complexity:-

  • Liaising with other internal departments for customer SLAs (new or enhanced products).
  • Maintaining risk levels of customised SLAs within target – this is complicated and often requires advanced negotiation skills.
  • Measuring the success of each new SLA and industry benchmark.
  • Ensuring that The Business remains competitive and relevant in the market place.

Creativities (improvement/innovation inherent):-

  • Entrepreneurial and negotiation skills form a key component to the role where the relevant business partner would have to apply business acumen to resolve complex scenarios.
  • Define SLA policies, processes and procedures within the organisation covering the following aspects:

o Implementation;

o Support;

o Sales.

 

 

Title of the Position:

TEMPS! TEMPS! TEMPS!

Equity Requirement:

AA/EE

Location:

Various

Salary:

Negotiable

Minimum Requirements:

Calling all temps with 3-4 years corporate experience. Register your CV now for exciting opportunities at blue chip companies. Matric is essential.

Key Responsibilities:

Huge Demand for Secretarial, reception, debtors, creditors, bookkeeping, payroll and customer service.